extra mgt qs from chpt 10

Which of the following are alternative possible service encounters included in the Service-System Design Matrix? A. Mail contact B. Warranty C. Sales call D. Field service E. None of the above

A. Mail contact

Which of the following is a characteristic that can be used to guide the design of service systems? A. Services cannot be inventoried B. Services are all similar C. Quality work means quality service D. Services businesses are inherently entrepreneurial E. Even service businesses have internal services

A. Services cannot be inventoried

Which of the following is an alternative possible service encounter included in the service-system design matrix? A. Face-to-face distance B. Internet C. Questionnaire response D. Automated teller (ATM) E. Response card encounter

B. Internet

In the service-system design matrix, a face-to-face total customization service encounter is expected to have which of the following? A. Low sales opportunity B. Low production efficiency C. High production efficiency D. Low degree of customer/server contact E. None of the above

B. Low production efficiency